1.
I can't find a particular product
I'm looking for.
If you are looking for something in particular that
is not on our site please e-mail us and let us know. We will try
to locate it and add it to our site, or offer it to you as a special
order.
2.
Pets printed Warehouse catalog.
Given
that we have 43,000 items available, a printed catalog would not
be practical. It would be 2,000 pages thick, and would not be cost
effective to mail to our customers. One of the reasons we're able
to keep our pricing so low is that we're online, and don't have
the expense of creating and reissuing printed catalogs. This is
especially so since items change as rapidly as they do in the pet
industry. We can assist you in finding whatever it is you're looking
for - even if you yourself aren't sure what it is, please E-mail.
We're familiar with every item we carry, and not only can we help
you find what you're looking for, we can recommend products to best
suit you and your pet's needs.
3. Forms of payment accepted.
All
major credit cards Visa, MasterCard, American Express and discover.
Other forms of payment are bank-to-bank wire transfers, international
money orders in US currency, Electronic checks or other other form
of certified funds or hard currency. We accept personal checks,
with the understanding that they must clear your account prior to
the order being shipped. We do not ship any COD orders.
We do not accept credit cards on international orders except APO
& FPO.
4.
All credit card transactions are secure.
We
promise to protect your personal information. Any page at Pets Warehouse.com
that asks you for personal information is highly secure. Our secure
servers protect your information using advanced encryption and firewall
technology throughout the ordering process.
Most
browsers will show a lock icon in the bottom status bar on secure
pages. Look for this icon on any web page that asks for your personal
information.
To
further ensure your security, we use state-of-the-art SSL (Secure
Sockets Layer) encryption to protect your personal information from
unauthorized use. Pets Warehouse.com is proud to be a Thawte/VeriSign
Secure Site.
5.
When are credit cards charged for an order?
Your
credit card is not charged until the time your order is confirmed.
6.
Sales tax.
The
Pets Warehouse.com operations are in New York; we are, therefore,
required to collect sales tax on orders shipped to locations in
the state of New York.
7. Delivery time.
You
can expect delivery in 5 to 10 business days for supplies and next
day or second day service is available. Livestock is shipped same
day via the airlines or next day with UPS. Some items may be shipped
by 2nd day service. A customer representative will contact or E-mail
you prior to shipping to work out the best arrangement for you and
what's best for the livestock.
8. International
orders
We
do not accept credit cards on international orders, with the exception
of US personnel in the armed forces or other US Government agencies.
An example of this would be US Embassy personnel. In those cases,
we require that a form of identification be sent to us. This would
only need to be done on your first order. Other acceptable forms
of payment are bank-to-bank wire transfers, international money
orders in US currency, electronic checks or other other form of
certified funds or hard currency.
International
orders can be shipped by worldwide US Postal Service, including
APO's and FPO's. We also ship by UPS, and worldwide air cargo. A
note about standard shipping: Packages sent via standard shipping
go by surface mail. Shipping time varies widely depending on the
destination. In our experience, standard shipments take about 2
to 3 weeks to Canada, 6 weeks to the United Kingdom, 6 to 8 weeks
to Japan and Australia, and 10 to 12 weeks to Brazil, to name a
few. International orders using UPS have reasonable rates, and your
order will be received in just a few days. You are responsible for
paying any duties or import taxes if applicable.
If
you would like to have an estimate of your shipping cost, please
e-mail us. We need
all the pertinent location information.
Certain
livestock that requires CITES paperwork (I.e.: corals, live rock,
certain reptiles, etc) can not be shipped, fish can be exported
on orders with a minimum of $500, The necessary paperwork is extremely
voluminous and time-consuming, thus making it necessary to require
a minimum order size. However, orders that do not require such
paperwork (I.e.: most fish, aquatic plants ) can be shipped, but
we set a minimum order level of $500 and up, depending on the
country that it's going to - while there's less paperwork, it's
still quite an involved process. Let us know about your needs,
and if your order can meet our requirements, we'll be happy to
accommodate your needs.
9. Shipping charges.
Pets Warehouse.com
charges standard UPS rates. For large bulk items, which usually
say "FOB Add'l Frgt", shipping prices are based on actual
weight and the distance to the destination. The other exception
is bulk feed, fish tanks, livestock, plants, etc., the price for
which is calculated for each individual shipment.
10.
Pets Warehouse.com guarantee! The
best in the business!
Every
item we sell is covered by the manufacturer's and/or Pets Warehouse.com's
guarantee. During the manufacturer's warranty/guarantee period,
all defective products will be accepted directly by Pets Warehouse.com
for replacement.
If
you need a particular item replaced on the spot, we can offer you
the following: We will send you the replacement product immediately,
by next-day air if necessary. We will charge you for the replacement
item, and in the interim, you will be responsible for returning
the original item for us. We will then make every effort to get
the item replaced or repaired by the manufacturer. When the item
is credited or returned to us, repaired, we will credit your credit
card for the amount. Shipping charges, of course, are your responsibility.
Because we are pet-lovers ourselves, and understand the needs of
your animals, we know sometimes you have to have a product in working
order immediately.
Livestock
Guarantee and Policy
We
guarantee live arrival of livestock, provided such livestock is
picked up or accepted (signed for) in a timely fashion. It is the
purchaser's responsibility to notify PetsWarehouse.com immediately
by telephone if such scheduled next day delivery fails to occur by 12:00(noon) PM, in order that
tracking of a displaced or lost shipment can be expedited by either
party. Upon delivery if the purchaser finds any reason to claim a loss or other dissatisfaction, such claim must be reported at the time of delivery by telephone. There is no responsibility or guarantee whatsoever when purchaser
opts to utilize second day delivery or chooses another delivery
method that is not recommended by Pets Warehouse.
Terms
of Replacement on fish, coral, live rock, aquatic plants, small
animals, reptiles and any other live animals. Provided shipment
is accepted and delivered in a timely manner as above, Pets Warehouse.com,
at its discretion, will replace such livestock not arriving alive
or in reasonably good condition. The cost of shipping relating to
this replacement will be borne by the purchaser - Pets Warehouse.com
is not responsible for the shipping and box costs on replacement livestock.
There will not be any refunds in lieu of replacement livestock.
This replacement policy is not subject to a continued guarantee
- repeated replacements will not be made. In the case of any dispute
relating to this policy, purchaser agrees not to dispute any charges
on their credit card or other form of payment. This policy shall
be interpreted in accordance with the laws of the State of New York
and any civil actions must be commenced in Suffolk Country, New
York.
11.
Return policies
Pets Warehouse products may be returned within 30 days of
your order shipping date.
Some limitations and restrictions
apply, certain items may have a 15% restocking fee.
If you need to
return a product that isn't what you wanted, or doesn't
work for its intended application, or was ordered incorrectly, our
returns specialists will be happy to assist you in returning the product, however it must be undamaged in its original packing material. You will be responsible for any shipping charges back and forth. If the product is received damaged or defective, please see return
a product.
If you need the correct item(s) prior to retuning the incorrect item(s) we will charge your account and credit the return upon receipt. All special orders are non-returnable including aquarium tanks, cabinets or special freight (FOB) item(s).
Return exceptions, sorry, we do not accept returns on animal containment items such as crates, cages, kennels or opened food packages, due to obvious health concerns- these products may only be returned in the original, unused and sealed package, less the original shipping charges.
Telephone orders, we are not responsible for errors on products ordered over the telephone. If an item needs to be exchanged buyer will be responsible for all shipping charges.
12. Damaged item
Do
not discard the packaging material. Pets Warehouse.com will have
the item(s) picked up by our carrier, and we will ship an identical
replacement to you at no charge. Just e-mail
us.
13. Shipping to a different location
Upon checking out you will see where you may choose that option.
Under the billing information there is a space to enter a different
"ship to" address.
14. Cancelation of an order after it has been submitted
We
can cancel an order within 24 hours of the time it has been submitted.
Cancellation or return after that time period may be subject to
a 15% restocking fee. Special orders are non-cancelable.
The
re-stocking fee also applies to livestock orders canceling after
24 hours, because we can not necessarily cancel our commitment with
our livestock suppliers or breeders.
15. Legal
disclaimer
All
of our prices are subject to change. Online prices may be lower
than those of our retail stores.All transactions and prices must
be verified and approved by PetsWarehouse.com If the price is
incorrect due to typo, error, misprint, or incorrect rebate deadline,
Pets Warehouse.com reserves the right to decline any order. Photographs
associated with some products in our catalog are not necessarily
exactly representative of the exact item they are associated with,
but may be shown with additional products for display purposes,
or may be a similar product that is displayed to convey a general
theme of that product.
Seller
hereby expressly disclaims all warranties either expressed or implied
warranty of merchantability or fitness for a particular purpose.
This disclaimer by the seller in no way affects the terms of the
manufacturer's warranty if any. Title to goods herein being purchased
is retained by the seller until goods are paid for by the purchaser
and at that time title passes to purchaser. If goods herein being
purchased are being purchased for purposes of export, purchaser
must obtain from the Federal Government certain export documentation
before shipping to a foreign country. In addition, manufacturers'
warranties for exported goods may vary or even be null and void.
If you have questions, please inquire. Any and all liability is
only for the products purchased.
16. Wholesale accounts
Please e-mail
customer service
at Pets Warehouse.com with your name, address, phone number, and
resale number, and someone will contact you.
17.
Are the prices the same in the store as online?
We
always welcome customers to stop by either one of our two locations
to see for themselves what we have to offer to the pet lover in
you. While we maintain the lowest price guarantee in our retail
stores on Long Island, they are not always (but often are) as low
as the Internet prices in our online catalog. We have been questioned
as to why there's a difference. The reason for this is pretty straightforward:There
is additional overhead in stocking and maintaining merchandise.
It has to be inventoried,labeled, maintained, allotted shelf space
within a retail environment, additional sales staff employed to
explain products, etc, etc.
Examples of products that are the same price would be dog &
cat foods, crates, aquarium setups
Examples that are slightly higher (but still the least expensive
in the Tri-state area) are fish, coral, and live rock.
The difference here is that you have an opportunity to select &
see the fish feed, you can select your rock yourself, get personal,
knowledgeable, technical, and experienced advice from the industry
leaders, etc.
Your other option (except fish, coral & live rock) is to order
online and in the 'special instructions' box on the order form,
note that you want the products held for pickup at the store. There
will be no shipping or handling charges, but there is a $25.00 minimum
on pickups. We will have them ready for you within 2-3 days, and
if you'd like to purchase anything additional, no problem!KEEP SHOPPING
18. E-mail or personal info is protected.
Privacy
Policy Statement - We respect the privacy of our visitors &
customers, those who enter our contests, and those who fill out
our questionnaires, and do Not sell or rent our lists to third parties
for e-mail marketing For each visitor to our Web site, our Web server
does not automatically recognize information regarding your domain
or e-mail address. When you shop on our site, we collect personal
information from you such as your name, e-mail address, billing
address, shipping address, telephone number, product selections,
credit card or other payment information and a password. We may
also collect, the URL you came from, IP address, domain types (e.g.
.com or .org, etc.), your browser type, the country, state and telephone
area code where your server is located, the pages of our site that
were viewed during a visit, the advertisements you clicked, and
any search terms that you entered on our site. We collect the e-mail addresses of those
who post messages to our site, the e-mail addresses of those who
communicate with us via e-mail and information volunteered by the
consumer, such as survey information and/or site registrations.
We do not sell or rent your personal information to others.
We use customer information we collect only for the purposes of
filling orders, contacting purchasers to inform them of their order
status, sending promotional information, enhancing the operation
of our site, serving advertisements, for statistical purposes and
to administer our systems. We may use third parties to help us fulfill
orders, to help process payments, to provide customer service, to
serve site content, to serve the advertisements you see on our site,
to book travel purchases, to conduct surveys, to help administer
promotional emails, to administer warranties purchased, and to administer
drawings or contests. We give them access to the information needed
to do their job. Sometimes that includes your personal information.
Our computer system protects personal information using advanced
firewall technology. The information we collect is used to improve
the content of our Web page, used to notify consumers about updates
to our Web site and used by us to contact consumers for marketing
purposes. If you do not want to receive e-mail from us in the future,
please let us know by sending email to us and inserting the word
REMOVE in the subject line.
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